Impact of innovation characteristics of airport self-bag-drop service on attitude, trust, and behavioural intention: using trust transfer theory

ABSTRACT Although self-bag-drop (SBD) kiosks provide a fast and convenient way to check in bags at airports, many airline passengers are reluctant to use and accept this innovative technology. Using innovation diffusion theory, this study employs three characteristics of innovation (relative advantage, trialability, and compatibility) to examine which constructs influence airline passenger attitude toward, trust in, and intention to use SBD kiosks. Results of an online survey of 330 Koreans reveal that among the three characteristics of innovation, relative advantage and trialability positively affect attitude toward and trust in SBD service providers and kiosks, and compatibility affects only passenger attitude toward and trust in SBD kiosks. Results also show that trust in SBD service providers is positively related to trust in SBD kiosks, which in turn influences passenger intention to utilise SBD services. Several theoretical and practical implications are suggested.